IT Operations and Support Analyst III

Information Technology Services - ITS

State of Idaho Opportunity

Applications will be accepted through 4:59 PM MST on the posting end date.

Information Technology Services (ITS) is a team of dedicated professionals providing core technology and cybersecurity services to agencies statewide, enabling state employees to serve Idaho's citizens. We sincerely hope you will consider being part of our success!

Summary:

Information Technology Services (ITS) currently has an opening for an IT Operations and Support Analyst III position on the Tier 2 team in our Chinden Office in Boise. This is a hands-on technical position with lead/supervisory responsibilities. This position will provide end-user and system support services for a wide range of applications, systems, and end-user devices.

The selected individual should possess an in-depth knowledge of troubleshooting and analysis tools, Microsoft workstation and desktop applications, Microsoft Active Directory, and backup and recovery operations. The selected individual will also have strong customer service skills and be able to work with and communicate with non-technical staff as needed.

Please note: The successful candidates will be required to pass multiple, comprehensive fingerprint-based background checks specific to the agencies ITS supports.

Example of duties:

• Provide direct end-user support for a wide range of technologies, user devices, telephone and conferencing devices and equipment, software applications and supporting systems;
• Configures, troubleshoots, builds, designs and deploys end-user software applications and device hardware;
• Manages, updates and creates service and support documentation within the designated service management system and other documentation sources; Follows up with customers on issue resolution; provides daily interaction, both in person, via the phone or via electronic messaging with customers in the management of user reported issues;
• Conducts end-user training.
• Oversee and perform system administration and technical support for user devices, servers, hardware and software, and networks.
• Incumbents serve as IT consultants and advisers to department staff and management on system needs, operation and telecommunications problems, and requests for services.
• Individually, or when leading technical teams, installs and maintains hardware and software products and configures computers and network equipment according to standards;
• Defines system standards and procedures; designs and implements backup and recovery procedures;
• Installs network infrastructure equipment;
• Identifies, evaluates, and corrects hardware, software, and operations problems;
• Monitors and troubleshoots network system performance;
• Resolves communications and networking problems;
• Performs server and network administration functions;
• Provides technical support and training to users and technical staff;
• Provides problem escalation with vendors.
• Serves as a technical expert and leader of unit; hires staff, assigns work, sets priorities, and evaluates performance.
• Contributes to the development of standards, methods, policies, and procedures.
• Mentors and oversees technical development of staff by assessing training needs and conducts training.
• Participate in developing system procedures and standards.

Minimum Qualifications:

• Considerable knowledge of computer trends, software, capabilities, and terminology.

Typically met by an applicable four-year degree or advanced IT certifications OR at least three years of work experience in a lead role where supporting computer systems, software and IT services was a predominant duty of the job.

• Considerable knowledge of computer hardware and software installation and troubleshooting.

Typically met by an applicable four-year degree or advanced IT certifications OR at least three years of work experience in a lead role where installing and troubleshooting computer hardware and software was a predominant duty of the job.

• Experience providing technical leadership on teams supporting large infrastructure projects and operational environments.

Typically met by at least three years of work experience providing technical leadership on teams supporting large infrastructure projects and operational environments.

• Experience evaluating and advising organizations on advanced technical solutions and operational processes.

Typically met by at least three years of work experience evaluating and advising organizations on advanced technical solutions and operational processes.

• Experience performing cost/benefit analysis and analyzing alternatives.

Typically met by at least three years of work experience performing cost/benefit analysis and analyzing alternatives.

• Experience assisting with IT strategic planning.

Typically met by at least three years of work experience assisting with IT strategic planning.

Preferred Qualifications:

• Proficient managing active directory, group policy and Power Shell scripting. Heavy emphasis on the ability to automate computer deployments, OS version updates, creating install packages and Ivanti Service Manager.
• Serve as a supervisor or team lead to a technical IT staff in delivering services to end users;
• Perform production scheduling and control or quality assurance.

Benefits:

This position is eligible for the state benefits package, including:

• Excellent low-cost medical, dental, and vision insurance
• Generous vacation and sick leave accrual beginning as soon as you start
• Eligibility for the Public Service Loan Forgiveness Program (PSLF)
• Paid parental leave
• Eleven paid holidays a year
• Participation in one of the nation's best state retirement systems: PERSI
• Multiple retirement plans
• Life insurance
• Wellness programs; ongoing training opportunities; and more

https://dhr.idaho.gov/StateEmployees/Benefits.html

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email ada.coordinator@dhr.idaho.gov.

Preference may be given to veterans who qualify under state and federal laws and regulations.